CLIENT COMMUNICATIONS

Definition of Communication  Webster’s dictionary defines communication as “to give, or give and receive, information, signals, or messages in any way, as by talk, gestures, writing, etc.”

Verbal Communication  Spoken Word  Written Word  Choice of words (semantic) including slang or medical terms

Non-verbal Communication  Tone of Voice  Body Language  Facial Expressions  Mannerisms  Gestures  Drawing Pictures  Touch

 Communication Model Sender Receivers

Parts of the Communication Model  Sender – Person who begins the process of creating a message or material to be communicated

Parts of the Communication Model  Message – material to be communicated

Parts of the Communication Model  Receiver – person for whom the message is intended: interprets the meaning of the message

Parts of the Communication Model  Feedback – the receiver’s way of insuring that the message that is understood is the same as the message that was sent; takes place after the receiver has interpreted the message

Parts of the Communication Model  Static – Anything that gets in the way of the message.

FACTORS THAT INTERFERE WITH COMMUNICATION

 1. The message must be clear  2. The sender must deliver the message in a clear and concise manner  3.The receiver must be able to hear and receive the message  4.The receiver must be able to understand the message  5. Interruptions or distractions must be avoided

LISTENING

Listening  1. Show interest and concern for what the speaker is saying  2. Be alert and maintain eye contact with the speaker  3.Avoid interrupting the speaker  4.Pay attention to what the speaker is saying

Listening  5. Avoid thinking about how you are going to respond  6. Try to eliminate your own prejudices and see the other person’s point of view  7. Eliminate distractions by moving to a quiet area for the conversations  8. Watch the speaker closely to observe actions that may contradict what the person is saying

Listening  9. Reflect statements back to the speaker to let the speaker know that statements are being heard  10. Ask questions if you do not understand part of a message  11. Keep your temper under control and maintain positive attitude

NONVERBAL COMMUNICATION

Non-verbal Communication  Facial expressions  Body language  Gestures  Eye contact  Touch to convey messages or ideas

BARRIERS TO COMMUNICATION

Barriers to Communication  Communication Barrier- anything that gets in the way of clear communication  3 common barriers  Physical Disabilities:  Psychological attitudes and prejudice  Cultural diversity

Physical Disabilities  Deafness or hearing loss  Blindness or impaired vision  Aphasia or speech disabilities

Improving communication with the hearing impaired  1. Use body language such as gestures and signs.  2. Speak clearly in short sentences  3. Face the individual to facilitate lip reading  4. Write messages if necessary  5. Make sure hearing aids are working properly

To improve communication with the visually impaired  1. Use a soft tone of voice.  2. Describe events that are occurring.  3. Announce your presence as you enter a room.  4. Explain sounds or noise  5. Use touch when appropriate.

Improving communication with someone with aphasia or speech impairments  Health care worker must be patient  Allow them to try and speak  Encourage them to take their time  Repeat message to assure accuracy  Encourage them to use gestures or point to objects  Provide pen and paper if they can write  Use pictures with key messages to communicate

Psychological Barriers  Often caused by:  1. Prejudice  2. Attitudes  Personality  Stereotypes such as “dumb blond” cause us to make snap judgments about others that affect the communication process.

Psychological Barriers  Health care workers must learn to put prejudice aside and show respect for all individuals.  Is that possible for you?

Psychological Barriers  Health care workers should:  1. Allow patients to express their fears or anger  2. Encourage them to talk about their feelings  3. Avoid arguing  4. Remain calm  5 Talk in a non-threatening tone of voice  6. Provide quality care

Cultural Barriers - Language  People who do not speak English may have a difficult time communicating. You should:  A. Speak slowly’  B. Use nonverbal communication (smile)  C. Avoid tendency to speak louder  D. Find an interpreter

Cultural Barriers – Eye Contact Eye Contact – In some cultures, it is not acceptable and looking down is a sign of respect

Cultural Differences – Terminal Illness  In some cultures, the patient is NOT told his/her prognosis and family members are responsible for making care decisions

Cultural Differences - Touch  In some cultures, it is wrong to touch someone on the head

Cultural Differences – Personal Care  In some cultures, only family members provide personal care.  Respect and acceptance of cultural diversity is essential fo any health care worker.

The End!